Because your contract isn't with us. It's with the company you pay your bills to. It's probably easiest to think of us as wholesalers and them as retailers. When you order a communications service from a retailer, they place an order with us to connect up that service.
Similarly, when you want to report a fault or re-arrange an engineering visit, you must do so through your retailer, who then instructs us to fix the problem or change an existing appointment.
